Proceedings of the 3rd International Conference on Wireless Communication and Sensor Networks (WCSN 2016)

The Staffing Problem of the N-Design Multi-Skill Call Center Based on Queuing Model

Authors
Chun-Yan Li, De-Quan Yue
Corresponding Author
Chun-Yan Li
Available Online December 2016.
DOI
https://doi.org/10.2991/icwcsn-16.2017.90How to use a DOI?
Keywords
Queuing model; Multi-skill call center; Steady-state probabilities; Service level; Staffing problem.
Abstract
This paper studied the staffing problem of a multi-skill call center in N-design. In this model, there are two types of customers and two groups of servers who have different skills. We proposed a new state space division method, according to the different state of each agent groups, dividing the infinite number of system states into several finite state sets, and obtained the state-transition rates. Then, we established equations for the steady-state probabilities of the system. Finally, we obtained the computational formula for the service level and we established the staffing calculation model for optimal number of the agents in each group, we adopted the implicit enumeration method to find the solution.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Proceedings
Part of series
Advances in Computer Science Research
Publication Date
December 2016
ISBN
978-94-6252-302-9
ISSN
2352-538X
DOI
https://doi.org/10.2991/icwcsn-16.2017.90How to use a DOI?
Open Access
This is an open access article distributed under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Chun-Yan Li
AU  - De-Quan Yue
PY  - 2016/12
DA  - 2016/12
TI  - The Staffing Problem of the N-Design Multi-Skill Call Center Based on Queuing Model
PB  - Atlantis Press
SP  - 427
EP  - 432
SN  - 2352-538X
UR  - https://doi.org/10.2991/icwcsn-16.2017.90
DO  - https://doi.org/10.2991/icwcsn-16.2017.90
ID  - Li2016/12
ER  -